Complaints

This profile includes complaints for Allianz Global Assistance's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Allianz Global Assistance

  9950 Mayland Drive Henrico, VA 23233

  
• 

  Allianz Global Assistance

  PO Box 72045 Richmond, VA 23255-2045

  
• 

  Allianz Global Assistance

  PO BOX 71533 Richmond, VA 23286

  
• 

  Allianz Global Assistance

  P.O. Box 72034 Richmond, VA 23255

  
• 

  Allianz Global Assistance

  9950 Mayland Dr Ste 1463 Richmond, VA 23233-1463

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They guaranteed to cover the cost of my purchase but refuse to do so. I orchard tickets to an event and the guaranteed, if I couldn't attend the event, to cover the purchase price. They are not doing so. It has been impossible to reach anyone over the phone or by email. I filed it a claim and they have not responded at all

  Business Response

  Date: 12/11/2024

  Dear **** ******, 

  Please find the attached letter detailing our review, along with a copy of the associated policy. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  *******************************************************************************; 23233
  ********************************************************************************

• Initial Complaint

  Date:12/05/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was on ****** Train *** on Nov. 13, going from *** to **********, **. At 2:45 pm, after sitting in the train station in ************ for nearly two hours, we received a text from ****** that Train #*** had been cancelled due to a power outage in **********, **. We were shuffled onto another train which sat in the station for another hour, and was also eventually cancelled, and then to a third train which was full and not allowing any more people on board. At that point, at approximately 4 pm, with no further word from ******, I boarded a train back to *************. Apparently trip cancellation of this nature is not covered by this policy - yet this not at all clear when the policy is purchased. Allianz sends out a message immediately upon purchase of the train ticket, prominently advertising trip cancellation or interruption coverage. Any reasonable person would assume that when a train or flight is cancelled by the carrier, either before or during the trip, that the purchase price of the ticket would be covered. This is a bait-and-switch operation.I would prefer that Allianz pay me for the cost of the ticket ($126), but will settle for a refund of the policy ($16).

  Business Response

  Date: 11/27/2024

  Dear ***************************** find the attached letter detailing our review. 

  Sincerely,

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ********************************************; 23233
  ********************************************************************************

  Business Response

  Date: 12/11/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. Please note, this response was originally sent on 11/27/2024. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ********************************************; 23233
  ********************************************************************************

  Customer Answer

  Date: 12/12/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  After filing a complaint with the BBB I was contacted by a representative from Allianz, and within a few weeks received a payment that covered my expenses.  I am satisfied with this settlement, and grateful to the BBB.  

  However I am still concerned that during my original outreach to file a claim,  not one, but two representatives from Allianz informed me that my expenses were not covered by the policy I had purchased.  I hope now that Allianz is doing a better job in training their agents. 

  Regards,
  
  **** *****
  
  
     

• Initial Complaint

  Date:12/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having an issue with Allianz giving me my refunds for to events. I purchased tickets through Ticketmaster for the Moneybagg Yo concert and for the Memphis vs Grizzlies game on November 6th and November 9th 2024. For both events., I tried to purchase the Allianz coverage during checkout but there was issues so I called in to Allianz and told the representative the coverage I wanted. Instead of the representative giving me the Ticket Protector II policy the representative took it upon himself to give me the Event Ticket Protector IV and I didnt notice this until the day I tried to use the policy. The error was on the representatives behalf. Ive spent countless hours on the phone with claims specialist and nothing has been resolved. The last person I talked to was ********* ******** and that was 11/13 this has been going on for almost 2 months now. The last thing she said was she was going to send it up for review. This is ridiculous. I am requesting a refund of $252.53 for my rod wave concert as well as $429.11 for the grizzlies game. If not resolved, I will be taking further legal action.

  Business Response

  Date: 12/11/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

• Initial Complaint

  Date:12/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding claim # ********** for my travel insurance purchased with Allianz. Below is a timeline of all contact made with the company. I have still not received a detailed description of the cost breakdown for my payment and I am requesting a total claim amount of $1,750.18 to be paid to me. My travel policy covers additional accommodations and transportation expenses when trip interruption occurs, and this is the total of that amount. Allianz paid me $995.05 on 11/6/24. I am requesting to paid the additional ******, per my contracted policy.11/6/24 - Decision made, Allianz deposited $995.05 to my bank account 11/8/24 - I called Allianz and spoke to Lewy in customer ********************** (CS) and he stated that the claim examiner pre approved the full claim amount to be paid out but in the end only $995.05 was paid out. I requested a full cost breakdown to be sent to me. He scheduled a call back from my claim examiner in the next ***** hours. * I never received a call back 11/14/24 - I called Allianz and spoke to claim examiner ******** and he stated he would be sending reports of the cost breakdown of my claim to my email in ***** hours. * I never received an e-mail 11/20/24 - I called Allianz and spoke to CS again about my request. A test e-mail was sent and I confirmed I received it. I was told I have to wait another 24 hours to get another letter to my e-mail.* I never received an e-mail 11/22/24 - I called Allianz and spoke to ***, and he said there are no notes about cost breakdown in my claim. He is emailing the claim examiner and also requesting a call back for me from a ********* number. 8am-6pm EST * I never received any e-mails or call back Below is the cost breakdown I submitted to Allianz. They cannot provide me a cost breakdown of the $995.05 paid to me and I am owed an explanation for why they are not covering the total additional expenses incurred during my trip ***************** - $394.07 Accommodation - $1244.11 Gas - $112 TOTAL: $1,750.18

  Business Response

  Date: 12/10/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

• Initial Complaint

  Date:12/03/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased event insurance for a concert that my husband and I were to attend in 2023, which got cancelled, and then was rescheduled to February 2025, but got cancelled again, due to health problems of the lead singer. On August 25, 2024, at 10:41 AM, I talked to Chavon of Allianz Global Assistance, using the phone number ************. He told me he'd cancel my insurance and that I could expect a refund of ***** in 30 business days. When 30 business days arrived and I hadn't received a refund, I called again. I called on October 16, 2024, and spoke to ****** about the situation. He looked up my information and stated that it seemed that Chavon had not completed the transaction. He told me he would cancel my insurance immediately, and that I should receive my refund in 30 business days. Again, 30 days came and went with no refund. I have attached the email sent by ******, which states he'd cancelled my insurance, and that I'd receive a refund. I provided the phone number I used, since there are several locations listed for Allianz Global Assistance. So I am not entirely sure which one is their official headquarters. I have also attached the email in which I was told I'd receive a refund.

  Business Response

  Date: 12/11/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

• Initial Complaint

  Date:12/02/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in 09/21/2023 I purchased an insured ticket. By 12/15/2023 my son became very sick in ************* and I had to reschedule my ticket. When I called Jetblue to reschedule they advised that because I had used TrueBlue points I couldn't reschedule and had to cancel and rebook. Before I cancelled my original flight, I called Allianz to explain my situation and the big price jump the *** from Allianz confirmed that what ******* had said was true and that since my original ticket was insured, I would get refunded as long as I filled a claim and proved that I travelled. I went ahead and I did just that - When I filled this claim, I filed unknowing to me as a trip cancellation when it should have been filed as a trip interruption since I did travel (please refer to documents) Multiple ***s confirmed over the phone that this was a trip interruption and not a cancellation and it was noted multiple times in their records (I have a list of history calls with allianz) they gave me the biggest run around for months and asked me to prove if my son was seen in the hospital while I was there and they also had me send in proof that my child returned to me. They never fixed their error and never refunded the rest of the money - Please look up guidelines for Allianz for a trip interruption - I meet all the criteria and provided everything asked from me and still my money has not been refunded. I can provide further paperwork if needed but I would like the rest of my money since my original flight was insured and I did everything correctly.

  Business Response

  Date: 12/10/2024

  Dear **** ******, 

  Please find the attached letter detailing our review, along with a copy of the associated policy. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  *******************************************************************************; 23233
  ********************************************************************************
  

  Customer Answer

  Date: 12/11/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** De La ****
  
  
  
  

• Initial Complaint

  Date:11/29/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  An unauthorized fraudulent transaction was posted to my business bank account on Tuesday, November 2024. I called the merchant 3 times and spoke to 3 different customer ********************** representatives, all asked the same questions. The email used to make the purchase, is not mine, policy number, I do not have it, and the phone number is not mine. Since they could not find the transaction they provided me with an email: ************************************************************************* to send evidence of transaction. When I sent the email the email bounced back stating the address could not be found. I called again to verify the email address. Since the email was correct I asked to speak with a supervisor. The customer ********************** representative declined to transfer me.

  Business Response

  Date: 12/11/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

  Customer Answer

  Date: 12/11/2024

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ***** *****-********
  
  
  
  

• Initial Complaint

  Date:11/27/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allianz refused to set up necessary Emergency Medical Transportation needed by my husband. We have travel insurance with $500,000 in Emergency Medical Transportation coverage. Allianz refused to cover medically necessary Air Ambulance and only reimbursed us $16,075 for $32,879.25 Emergency Transportation expense. I feel it is deceptive trade to sell $500,000 year in coverage and only allow commercial air emergency for Medical Transportation. I am requesting an ****************** review of this case. Email request sent to Allianz today.I received only $16,075 for Medical transportation on this claim despite having $500,000 benefit for Emergency Medical Transportation. I was told by the Allianz representative that ************* was not a covered benefit, I cannot find an exclusion in our contract,The claim report said I had the right to request and Independent Reviewer to evaluate this claim and policy. Terrys accident was July 26 and he remained in an inpatient facility till Oct 31, 2024. He is still in a wheelchair chair and cannot walk without assistance. I am told that his fracture was pinned successfully but he had a severe reaction to the anesthesia. We were in ******** on vacation and had to return to ******,*****, our home ***** was not capable of sitting in a bedside chair at the time of discharge without slipping to the floor. I spoke with Allianz MD and explained the situation and sent the below pictures. Allianz MD agreed that ***** was not appropriate for commercial transportation home. Allianz agents did nothing.************* was. necessary-Terrys core trunk muscles could not support him in sitting position. There was a risk of emboli developing if not transported in supine position since it was only two weeks since surgery.I was given tips on how to negotiate with air ambulances by Allianz but thet REFUSED to set up the necessary transportation insisting that ***** could fly commercial. I have Power of Attorney.

  Business Response

  Date: 12/27/2024

  Dear **** ******, 

  Please find the attached letter detailing our review, along with a copy of the associated policy. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  *******************************************************************************; 23233
  ********************************************************************************

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution

  Allianz has distorted the facts of what actually happened and misrepresented dates.  A review of all taped conversations will support this statement. After being offered a commercial flight home, I asked to speak to the Allianz MD on call.   After my discussion  with the Allianz doctor, she agreed that my husband  WAS NOT APPROPRIATE for a commercial flight home.   Their own doctor agreed that ***** could not/should not fly commercial.  Yet Allianz stalled and did nothing.   The Allianz representative refused to arrange for an air ambulance.  In one of my conversations, I was counselled on how to select a reputable air ambulance. 

  According to the policy information quoted below and sent to you by Ms.********,  special accommodations WILL BE MADE  if someone contacts Allianz and requests "Special Accommodations".  I requested special accommodations to get my husband home safely. I provided supportive documentation and pictures.  He could not fly commercial.  He could not walk or transfer without a medical lift. (pictures support this)   He needed to be transported in a supine position.  I requested repeatedly the accommodations necessary and  my requests were repeatedly denied despite their own doctor agreeing with me. An extra seat would not have helped my husband, but that is only one example offered in the policy as one of many possibly 'Special Accommodations". The policy does not limit "Special Accommodations" to extra seats.  In this case, there were definitely special circumstances.  Again, every conversation with Allianz has been recorded.  I ask that someone compel Allianz to turn over those conversations for second party review.  I know they will support the information I have provided.

  Information quoted by Ms ******** in her letter to Better Business Bureau regarding Emergency Medical Transportation.

                     ........"The following conditions apply:     

                     a. Special accommodations must be required for your transportation (for example, if more
                     than one seat is required for you to travel).

  
                    b. You or someone on your behalf must contact us, and we must make all transportation
                    arrangements in advance. If we did not authorize and arrange the transportation, we will
                    only pay up to what we would have paid if we had made the arrangements"......

  I further believe that Allianz offering $500,00 for medical transportation is misleading if not fraudulent.  How would anyone ever use $500,000 in one calendar year if Emergency Transportation is not broadened in special circumstances needing special accommodations.  

  
  Regards,
  
  ******** Lena ****************************

  Business Response

  Date: 01/08/2025

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

  Customer Answer

  Date: 01/09/2025

  [A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the offer made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: *********************************************************************************.
  
  Regards,
  
  ******** Lena ********************

• Initial Complaint

  Date:11/27/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Allianz charged $88 to my account fraudulently in connection to a fraudulent Ticketmaster purchase on 11/27/24. Upon speaking to my spouse, who was hung up on once and then having them provide the entire card number to the company in an attempt to locate the transaction, they claimed they could not find the charge. They refused to transfer to their fraud department saying "Allianz does not have a fraud department."

  Business Response

  Date: 12/10/2024

  Dear **** ******, 

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ****************************************************************************************
  ********************************************************************************

• Initial Complaint

  Date:11/22/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased travel insurance for a planned road-trip from ******* to *******. I had a traffic accident in *******, which delayed my trip, and caused me to incur unexpected expenses. I filed a claim once I returned home, and included all receipts for the car repairs, the hotel bills, and some food bills. I was contacted 3 weeks later and told that the receipts had not been received. I sent them again. A month passed, and then the company closed the claim, indicating that the receipts had still not been received. I have tried calling, and emailing, to no avail. I would like the $1500 payment that the plan I purchased entitles me to.

  Business Response

  Date: 12/10/2024

  Dear **** ******, 
  

  Please find the attached letter detailing our review. 

  Sincerely, 

  ******* ********
  Claims Escalation Analyst Travel Claims, ***
  ********************************************; 23233
  ********************************************************************************